Privacy Policy
1. Our Commitment to Privacy
Choice V. Cleaning PTY LTD ("we", "us", "our") is committed to protecting your privacy and handling your personal information responsibly. This Privacy Policy explains how we collect, use, store, and disclose your personal information in accordance with the **Privacy Act 1988 (Cth)** and the **Australian Privacy Principles (APPs)**.
By using our website or engaging our services, you consent to the collection and use of your information as described in this policy.
2. What Personal Information We Collect
We may collect the following types of personal information:
-Contact details:** name, phone number, email address, and mailing address
-Property information:** service address, access details, and property-specific notes
-Booking and service history:** appointment records, service preferences, and feedback
-Payment information:** billing details (processed securely through our payment systems, we do not store full card details)
-Communication records:** emails, SMS, and notes from phone conversations
-Sensitive information:** where relevant, health-related information (e.g. allergies, sensitivities, or disability support needs for NDIS and DVA clients) — collected only with your consent and handled with additional care
3. How We Collect Your Information
We collect personal information in the following ways:
- Directly from you when you contact us, request a quote, or book a service
- Through our website contact forms and booking tools
- Through email, phone, or SMS communication
- During property visits or service delivery
- From support coordinators or plan managers (for NDIS clients), with your consent
4. Why We Collect and Use Your Information
We use your personal information to:
- Provide, manage, and improve our cleaning and support services
- Schedule appointments and send reminders
- Prepare and send quotes, invoices, and service agreements
- Respond to enquiries, feedback, and complaints
- Ensure the safety and security of our team and your property
- Meet our legal and regulatory obligations, including under the NDIS Quality and Safeguards Commission requirements and the DVA Home Support Programme guidelines
- Improve our website, operations, and customer experience
We will not use your information for any purpose other than those listed above without your consent.
5. Disclosure of Personal Information
We do not sell, rent, or trade your personal information. We may share your information with third parties only in the following circumstances:
-Service delivery: scheduling software, accounting platforms, or operational tools used to manage and deliver our services (these parties are bound by confidentiality obligations)
-Legal requirements: where required or authorised by Australian law, a court order, or a government agency
-NDIS & DVA: with support coordinators, plan managers, or funding bodies where necessary to deliver your approved support services, and only with your knowledge or consent
-Insurance: with our insurer in the event of a claim involving your property
6. NDIS & DVA Clients — Additional Privacy Protections
We understand that clients receiving services under the NDIS or DVA Home Support Programme may share sensitive personal and health-related information with us. We treat this information with the highest level of care and confidentiality.
We comply with the NDIS Code of Conduct, the NDIS Practice Standards, and all applicable privacy obligations relating to the handling of participant information. DVA client information is handled in accordance with the **Department of Veterans' Affairs** service guidelines.
Sensitive information collected for NDIS or DVA purposes is used solely to plan and deliver your support services and is not shared beyond what is necessary for that purpose.
7. Data Storage & Security
We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. These measures include:
- Secure digital storage with access limited to authorised personnel only
- Confidential handling of physical documents and access materials (e.g. keys stored with internal reference IDs only — no client name or address attached)
- Staff training on privacy and confidentiality obligations
While we take all reasonable precautions, no method of electronic storage or transmission is completely secure. We encourage you to contact us immediately if you have any concerns about the security of your information.
8. Cookies & Website Tracking
Our website may use cookies and similar technologies to improve your browsing experience and understand how visitors use our site. Cookies do not identify you personally.
You can manage or disable cookies through your browser settings at any time. Please note that disabling cookies may affect the functionality of some parts of our website.
9. Your Rights
Under the Australian Privacy Principles, you have the right to:
-Access the personal information we hold about you
-Correct any information that is inaccurate, out of date, or incomplete
-Request deletion of your information, where it is no longer required for the purposes it was collected (subject to legal retention obligations)
-Withdraw consent for the use of your information, where consent was the basis for collection
-Make a complaint if you believe we have mishandled your personal information
To exercise any of these rights, please contact us at: Email: info@choicevcleaning.com Phone:+61 416 471 400. We will respond to all requests within a reasonable timeframe and no later than 48 hours.
10. Complaints
If you believe we have not handled your personal information in accordance with this policy or the Privacy Act 1988, we encourage you to contact us first so we can resolve the matter directly.
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
Website: www.oaic.gov.au
Phone:** 1300 363 992
11. Retention of Information
We retain personal information for as long as necessary to deliver our services and meet our legal, regulatory, and insurance obligations. When information is no longer required, we take reasonable steps to destroy or de-identify it securely.
12. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The updated policy will be posted on this page with a revised "Last updated" date. We encourage you to review this policy periodically.